Found Description
Position Objective
We are seeking a skillful Team Lead oversees a team of agents handling patient inquiries, billing support, payment plans, and collections activities , ensuring high-quality service, compliance, and performance in a healthcare financing environment.
Key Responsibilities
- Support escalations related to: Payment disputes, delinquent accounts and account adjustments
- Monitor call queues, productivity, and service levels
- Provide real-time coaching and daily feedback
- Ensure agents deliver empathetic, patient-focused service
- Support the onboarding and training process of new hires.
- Monitor and audit calls from new hires to identify training gaps or opportunities for improvement.
- Identify, analyze, and report trends and areas of opportunity within Operations.
- Serve as backup support and execute action plans aimed at operational improvement.